Introduction To ICM Scripting.
What is a Call Type?
A Call Type is the first-level category of a contact and is determined by data associated with the contact (DN). You associate a script with a Call Type. When a contact of a certain Call Type is received, the associated script runs on that contact.
What is a Default Call Type?
A default Call Type is the Call Type used when a contact does not map to a defined Call Type.
How Call Types and Scripts are related?
Ø Scripts are scheduled by Call Type. In other words, when ICM software receives a request to route a contact, it determines the Call Type of that contact, then runs the associated script.
Ø Call Types provide the first level of categorization of contacts, enabling you to write scripts to route contacts differently depending on their call type.
Ø While other types of categorization take place within a script, Call Types enable you to provide contacts with different treatment by running different scripts to begin with.
Ø Call Types enable categorization before a script begins to execute.
Call Type Qualifiers.
The Call Type is determined by the following data, which are referred to as Call Type qualifiers:
Ø Dialed Number
Ø Calling Line ID (CLID)
Ø Caller-Entered Digits
You can also use the call type qualifiers for categorization within a script.
The Dialed Number is referred to as the Script Selector for media other than voice. Typically, a Dialed Number is associated with one or more Call Types. The Calling Line ID and Caller Entered Digits are used to further categorize the call and determine the Call Type.
Categorizing by Time and Date.
You schedule a script by associating it with a Call Type. When a contact of a certain Call Type is received, the associated script runs for that contact.
However, after the script executes, you can further categorize the contact based on the time and day of week; in effect, this refines the schedule.
The time and day of week are determined by the settings on the computer running the ICM Central Controller.
Go To Script node.
You use the Go To Script node (in the General tab of the Palette) to direct contact processing to another script without changing the call type. When ICM software encounters a Go To Script node, it stops executing the current script and starts the script indicated in the node.
Requalify Call node.
You can change the Call Type of a contact from within a script and execute a new script associated with the call type by using the Requalify Call node (in the Routing tab of the Palette).
You use the If node (in the General tab in the Palette) to direct script execution to one of two branches based on the result of an evaluation. You can use formulas to define the If node.
DB Lookup node.
You use the DB Lookup node (in the General tab of the Palette) to query a specific row of data from an external database. You can then reference columns from that row.
Application Gateway node.
You can categorize a contact based on data returned from an application external to ICM software by using the Application Gateway node (in the General tab of the Palette).
Send to VRU node.
You can send a call to a VRU for further processing by using the Send to VRU node (in the Queue tab of the Palette).
Run External Script node.
You can instruct a Network VRU to run a specific script by using the Run External Script node (in the Queue tab of the Palette).
You can place a call in queue at a VRU for one or more skill groups, enterprise skill group, or one or more scheduled targets using the Queue node (in the Queue tab of the Palette).
Queue Priority node.
You can override the priority of a call in queue set by the Queue node by using the Queue Priority node (in the Queue tab of the Palette).
You can have a script play a prompt and instruct the caller to select from a list of options using the Menu node (in the Queue tab of the Palette).
You can instruct the VRU to play a series of media files and/or data to the caller by using the Play node (in the Queue tab of the Palette).
VRU Settings node.
You can override a default VRU setting on a call-by-call basis by using the VRU Settings node (in the Queue tab of the Palette).
You can halt script execution for a specified number of seconds by using the Wait node (in the Queue tab of the Palette).
What is a Routing Target?
A routing target is an entity to which ICM software can route a contact. The routing target receives the contact and processes it accordingly.
What is a Route?
A value returned by a routing script that maps to a target at a peripheral, such as a service, skill group, agent, or translation route to a label.
What is a Translation Route?
A translation route is a target at a peripheral that does not map to a specific service, skill group, or agent. When a contact arrives with the trunk group and DNIS that correspond to a translation route, the Peripheral Gateway (PG) is responsible for determining the ultimate target. When ICM software routes a call to a translation route, it sends a message to the PG. This message contains the ultimate target and further instructions for the PG. For example, the PG might be instructed to coordinate with a host computer so that the callers account number is displayed on the teleset of the agent who picks up the call.
What is a Target Set?
A target set is a list of possible targets. During script processing, the actual target is chosen from the set by the preceding node on the script.
A skill target is an entity at a peripheral or in the enterprise to which ICM software can route a contact. There are two types of skill targets:
Peripheral-level skill targets (Agents, Skill groups, Services).
Enterprise-level skill targets (Enterprise skill groups, Enterprise services).
What is a VRU?
A VRU, or Voice Response Unit, is a telecommunications device, also called an Interactive Voice Response Unit (IVR) that plays recorded announcements and responds to caller-entered touch-tone digits. A VRU can also be equipped with Automatic Speech Recognition (ASR) or Text-to-Speech (TTS) capabilities.
What is a Network VRU?
A Network VRU supports ICM software's service control interface. An ICM routing script can divert a call to a Network VRU and instruct the VRU to perform specific processing before ICM software determines the final destination for the call.